HikMicro M15 Trail cam troubleshooting
Sight App says 'Device Already Bound' after scanning QR code.
Most common resolution
The end user has most likely scanned the QR code twice - due to the M15 units connecting via a 4G sim card, it can take up to a minute for the unit to show in the app, the end users can mistake this for a fault, and try scanning the QR code again. Get the user to close down the app, open it back up and check the home screen - 99% of the time, it will already be connected.
Troubleshooting step 1
If the previous has been completed, then the unit may have accidently been left bound to testing app in the Factory. Obtain the EMEI number from the QR code sticker on the inside of the unit door - and send to service@eliteoptical.co.uk to get the unit unbound.
Signal and User lights flashing green.
Most common resolution
This means there is no data plan connected to the device, advise user to go through set up - this will put the user on the free data plan. They can purchase more pictures/videos on different data plans within the app if required.
Troubleshooting step 1
If the end user has deleted the unit from their Sight App at any point, this will PERMANENTLY DELETE all of their paid and free data plans and will causing these 2 lights to flash. The Sight App will come up with a warning message to advise of this. If they do delete it, then they will never get the paid data plan back again and will need to purchase a new one - the free data plan will come back, but only on the date it was due to be refreshed e.g if free data plan was claimed on 1st Oct, the plan won't come back until the 1st of the following month.
Batteries going down too quickly.
Most common resolution
Check the user is not using Duracell batteries - Hikmicro have confirmed these batteries do not work well with the M15 units. Any other manufacture will be fine.
Troubleshooting step 1
If they are not using Duracell batteries, then the unit's settings may be on max, which will cause the batteries to run out quicker - put device settings on the below to ensure best battery life; Image Resolution - 3MP, Remote Control - Delay 24H, Burst Shots - 1P, Video Resolution - FHD-1080P (10 secs).
Troubleshooting step 2
Make sure the unit is up to date - firmware released around 5 months ago focused on a bug that did reduce battery life dramatically.
SD Card light flashing.
Most common resolution
Wrong SD card has been inserted - the M15 units are designed to only work with SD cards between 8 - 64GB cards - HOWEVER, some 64GB cards are a few GBs bigger than 64 so may not work correctly - we always advise to make sure a card between 8-32GB is used.
Troubleshooting step 1
If they are using a card between 8-32GB, advise to perform an update on the unit.
Software update taking a very long time.
Most common resolution
This is completely normal - some firmware updates for the M15 units are very large, and can take upto 24 hours to complete.
Troubleshooting step 1
If after 24+ hours, the unit is saying updating, then the unit may have lost connection during the process and will need to be manually updated. Please email service@eliteoptical.co.uk - they will provide a downloadable version of the newest firmware and a list of steps on how to do this manually.
Unit not taking any pictures/videos.
Most common resolution
Check end user has a valid data plan running - this can be seen by clicking on the unit in the Sight App - this will show the amount of pictures available - if they have ran out, they can purchase a new data plan, or wait until their free plan refreshes.
Troubleshooting step 1
If they are running a valid data plan, go into device settings and check that the PIR sensitivity is set to High and the Camera Mode is set to Photo or Video.
Troubleshooting step 2
If the previous steps have been completed, then perform a firmware update on the unit.